Subject: FW: Post SVI Escalation Matrix for KSA
From: Jessie Caparas <[email-masked]>
To: Seeta Seeta <[email-masked]>, Abdullah <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Thu, 8 Aug 2019 10:36:35 +0000

Hi Both,

Please find the attached updated escalation matrix for KSA.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Suvadeep Saha
Sent: Thursday, August 08, 2019 10:41 AM
To: Jessie Caparas <[email-masked]>; Escalations Dxbteam <[email-masked]>; Ismail Nosseir <[email-masked]>; Ismail Aboukhater <[email-masked]>; Arnel Navor <[email-masked]>; Abhilash Kuttalam <[email-masked]>; Momen Elmassry <[email-masked]>; Hisham Hamdy <[email-masked]>; Tarek Mohamedali <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Sachin Maheshwari <[email-masked]>; Momen Elmassry <[email-masked]>; Yahia Taha <[email-masked]>
Cc: Hamza Hafeez <[email-masked]>; Chester Dsouza <[email-masked]>; Escalations Dxbteam <[email-masked]>; Tejasvie Vemuri <[email-masked]>; Lalit Ratnala <[email-masked]>; Sree Adhikessavan <[email-masked]>; Ksaconloc Ops <[email-masked]>; Ksaclick&collect Rydconloc <[email-masked]>; Ramesh Gottimukkala <[email-masked]>; Mazen Massalkhi <[email-masked]>; Subhabrata Mandal <[email-masked]>; Vishal Arora <[email-masked]>; Tarun Kumar Jain <[email-masked]>; Sidhartha Bhimania <[email-masked]>; Parvez Khan <[email-masked]>; Srimal Kurera <[email-masked]>; AbdulkhaderMayaddi <[email-masked]>; Raghu Pillai <[email-masked]>; Maxwhryd Ecom <[email-masked]>; Ksaconloc Ops <[email-masked]>; Ksaclick&collect Rydconloc <[email-masked]>; Ksaconloc Returns <[email-masked]>; Aniket Mhangore <[email-masked]>; Santoshkumar Singh <[email-masked]>; Vinod Sharma <[email-masked]>; Navaz Nt <[email-masked]>; Kanteeban Singaravelu <[email-masked]>; Jed Conlocops1 <[email-masked]>; Jed Conlocops2 <[email-masked]>; Prem Gurung <[email-masked]>
Subject: Post SVI Escalation Matrix for KSA

Dear CS team,

Pls find below POST SVI new escalation matrix for KSA. Kindly inform your team to follow this matrix for on time resolution.

Thanks & Regards,
Suvadeep Saha
Ecom-OPS
Mobile: +966 540227971
EXT - 4641

From: Suvadeep Saha
Sent: Thursday, April 11, 2019 10:28 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammed Imran <[email-masked]<mailto:[email-masked]>>; Abhishek Anand <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Ahmed Aboeldahab <[email-masked]<mailto:[email-masked]>>; Ismail Nosseir <[email-masked]<mailto:[email-masked]>>; Ismail Aboukhater <[email-masked]<mailto:[email-masked]>>; Arnel Navor <[email-masked]<mailto:[email-masked]>>
Cc: Hamza Hafeez <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Tejasvie Vemuri <[email-masked]<mailto:[email-masked]>>; Lalit Ratnala <[email-masked]<mailto:[email-masked]>>; Sree Adhikessavan <[email-masked]<mailto:[email-masked]>>; Ksaconloc Ops <[email-masked]<mailto:[email-masked]>>; Ksaclick&collect Rydconloc <[email-masked]<mailto:[email-masked]>>; Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>
Subject: Escalation Matrix for KSA

Dear Team,

Kindly be informed that currently escalation are not addressed to concerned team resulting in delay in response. Below find the escalation matrix.

Concept
SPOC
Escalation 1
Escalation 2
Escalation 2  Click & Collect
Escalation 3
Escalation 4
MX
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

SP
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

BS
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

[email-masked]<mailto:[email-masked]>
LS
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

SM
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

HC
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

HB
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

Thanks & Regards,
Suvadeep Saha
Ecom-OPS
Mobile: +966 540227971

From: Aniket Mhangore
Sent: Thursday, April 11, 2019 8:52 AM
To: Jessie Caparas; Mohammed Imran; Abhishek Anand; Sree Adhikessavan; Suvadeep Saha
Cc: Hamza Hafeez; Chester Dsouza; Escalations Dxbteam
Subject: RE: Returned Item Missing - 6622253670

Dear Suvadeep/Adhi,

Can you please look into this...

Thanks & Regards,
Aniket...
+966-503211083

From: Jessie Caparas
Sent: Thursday, April 11, 2019 8:34 AM
To: Mohammed Imran <[email-masked]<mailto:[email-masked]>>; Abhishek Anand <[email-masked]<mailto:[email-masked]>>
Cc: Hamza Hafeez <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Aniket Mhangore <[email-masked]<mailto:[email-masked]>>
Subject: RE: Returned Item Missing - 6622253670
Importance: High

Hi Mohammed,

Good morning.

Any update on this?

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Mohammed Imran
Sent: Wednesday, April 10, 2019 12:04 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Abhishek Anand <[email-masked]<mailto:[email-masked]>>
Cc: Hamza Hafeez <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Aniket Mhangore <[email-masked]<mailto:[email-masked]>>
Subject: RE: Returned Item Missing - 6622253670

Hi Jessie,

We have escalated this issue to the concerned in SCM. Expecting a reply very soon.

Thanks & Regards!
Mohammed Imran
Shoemart KSA
0559231584
3818

From: Jessie Caparas
Sent: Wednesday, April 10, 2019 10:00 AM
To: Abhishek Anand <[email-masked]<mailto:[email-masked]>>; Mohammed Imran <[email-masked]<mailto:[email-masked]>>
Cc: Hamza Hafeez <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Returned Item Missing - 6622253670
Importance: High

Hi Abhishek,

We are still not getting any reply.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Abhishek Anand
Sent: Tuesday, April 09, 2019 3:43 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammed Imran <[email-masked]<mailto:[email-masked]>>
Cc: Hamza Hafeez <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Returned Item Missing - 6622253670

Looping In @Mohammed Imran<mailto:[email-masked]>

Hi Imran, Please can you look into this matter without any delay as the WH Team is not responding if the ARAMEX Shipment has been received, Due to which Refund can not be processed.

Abhishek Anand
e-Commerce Merchandiser

[SHOEMART LOGO-ENG]
Landmark Tower, Dubai Marina, Dubai, P.O.Box 25030, United Arab Emirates
Tel: +971 4 517-3208   Mobile: +971 56 482 3699
Shop online at: www.shoemartstores.com<http://www.shoemartstores.com/>
<https://www.facebook.com/ShoeMartGulf><https://www.instagram.com/shoemartme><https://www.youtube.com/user/shoemartgulf>

From: Jessie Caparas
Sent: Tuesday, April 9, 2019 3:10 PM
To: Abhishek Anand <[email-masked]<mailto:[email-masked]>>
Cc: Hamza Hafeez <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Returned Item Missing - 6622253670

Hi Abhishek,

We have another case here of a returned item for KSA.

According to Aramex, the item was returned to us - 44612434436, however, the warehouse has not received it and no one is replying from their side since Feb. as escalated by customer service.

The returned item is 159908069 - - Stride Rite Printed Shoes worth SAR 84.

Please check and advise. The customer has been constantly calling to get a refund.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

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